Internet download speeds crash but upload speeds still are high

I'm experiencing a weird issue with my internet, I recently purchased Gigabit X2 with xFi Complete and I am having some issues with my service. Between around the 1pm - 7pm time frame my internet connection becomes very unreliable. I will get download speeds of less than 1 Mbps and upload speeds of 180 Mbps plus. working in the east coast for a west coast company this can cause some issues. The modem is directly connected to the cable that leads to the drop. There are no splitters or anything else in-between the drop and the modem besides the MoCA filter that is installed at the drop. I have inspected the coax and I did not notice any kinks or damage anywhere. Here is the information I pulled from the modem.

Downstream	Channel Bonding Value
Index	20	13	14	15	16
Lock Status	Locked	Locked	Locked	Locked	Locked
Frequency	543 MHz	501 MHz	507 MHz	513 MHz	519 MHz
SNR	38.8 dB	38.5 dB	39.5 dB	40.2 dB	39.7 dB
Power Level	-9.3 dBmV	-9.7 dBmV	-8.7 dBmV	-7.8 dBmV	-8.4 dBmV
Modulation	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM
Downstream	Channel Bonding Value
Index	17	18	19	21	22
Lock Status	Locked	Locked	Locked	Locked	Locked
Frequency	525 MHz	531 MHz	537 MHz	549 MHz	555 MHz
SNR	39.4 dB	39.9 dB	39.7 dB	38.1 dB	37.4 dB
Power Level	-9.0 dBmV	-8.4 dBmV	-8.2 dBmV	-10.5 dBmV	-11.0 dBmV
Modulation	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM
Downstream	Channel Bonding Value
Index	23	24	25	26	27
Lock Status	Locked	Locked	Locked	Locked	Locked
Frequency	561 MHz	567 MHz	573 MHz	579 MHz	585 MHz
SNR	37.0 dB	36.8 dB	36.5 dB	35.9 dB	34.2 dB
Power Level	-11.0 dBmV	-11.7 dBmV	-12.0 dBmV	-12.3 dBmV	-13.9 dBmV
Modulation	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM
Downstream	Channel Bonding Value
Index	28	29	30	31	32
Lock Status	Locked	Locked	Locked	Locked	Locked
Frequency	591 MHz	597 MHz	603 MHz	609 MHz	615 MHz
SNR	34.9 dB	35.0 dB	33.4 dB	32.4 dB	34.9 dB
Power Level	-13.9 dBmV	-13.5 dBmV	-14.9 dBmV	-16.1 dBmV	-13.8 dBmV
Modulation	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM
Downstream	Channel Bonding Value
Index	33	34	35	36	37
Lock Status	Locked	Locked	Locked	Locked	Locked
Frequency	621 MHz	627 MHz	633 MHz	639 MHz	645 MHz
SNR	36.1 dB	35.1 dB	33.9 dB	35.0 dB	35.6 dB
Power Level	-12.1 dBmV	-13.2 dBmV	-14.8 dBmV	-13.7 dBmV	-12.7 dBmV
Modulation	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM
Downstream	Channel Bonding Value
Index	38	39	40	41	42
Lock Status	Locked	Locked	Locked	Locked	Locked
Frequency	651 MHz	657 MHz	663 MHz	669 MHz	675 MHz
SNR	34.6 dB	35.3 dB	36.1 dB	35.5 dB	33.3 dB
Power Level	-14.1 dBmV	-13.4 dBmV	-12.3 dBmV	-13.0 dBmV	-14.2 dBmV
Modulation	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM
Downstream	Channel Bonding Value
Index	43	44	193
Lock Status	Locked	Locked	Locked
Frequency	681 MHz	687 MHz	957000000
SNR	35.1 dB	35.4 dB	0.0 dB
Power Level	-13.5 dBmV	-13.1 dBmV	-30.7 dBmV
Modulation	256 QAM	256 QAM	OFDM
Upstream	Channel Bonding Value
Index	1	2	3	4	5
Lock Status	Locked	Locked	Locked	Locked	Locked
Frequency	16 MHz	22 MHz	29 MHz	35 MHz	36 MHz
Symbol Rate	5120	5120	5120	5120	0
Power Level	44.5 dBmV	45.0 dBmV	44.8 dBmV	45.0 dBmV	42.2 dBmV
Modulation	QAM	QAM	QAM	QAM	OFDMA
Channel Type	ATDMA	ATDMA	ATDMA	ATDMA	TDMA
CM Error Codewords
Index	1	2	3	4	5
Unerrored Codewords	567787893	3972397131	3974495763	3974511941	3974518323
Correctable Codewords	25168230	1	357	281	326
Uncorrectable Codewords	542628564	0	1552	1555	1504
CM Error Codewords
Index	6	7	8	9	10
Unerrored Codewords	3974521606	3974526972	3974532785	3974541705	3974551448
Correctable Codewords	311	286	290	321	339
Uncorrectable Codewords	1522	1580	1537	1526	1535
CM Error Codewords
Index	11	12	13	14	15
Unerrored Codewords	3974557784	3974563252	3974562762	3974572820	3974573387
Correctable Codewords	364	426	311	341	405
Uncorrectable Codewords	1553	1571	1536	1550	1504
CM Error Codewords
Index	16	17	18	19	20
Unerrored Codewords	3974574441	3974584991	3974588534	3974593232	3974599146
Correctable Codewords	335	486	593	690	406
Uncorrectable Codewords	1557	1563	1543	1518	1561
CM Error Codewords
Index	21	22	23	24	25
Unerrored Codewords	3974609303	3974610374	3974614863	3974615782	3974621735
Correctable Codewords	459	528	548	318	407
Uncorrectable Codewords	1526	1534	1529	1546	1546
CM Error Codewords
Index	26	27	28	29	30
Unerrored Codewords	3974623327	3974630870	3974636877	3974640251	3974651919
Correctable Codewords	384	353	414	361	3624
Uncorrectable Codewords	1540	1537	1546	1526	4761
CM Error Codewords
Index	31	32	33
Unerrored Codewords	3974645552	3974646929	567787893
Correctable Codewords	380	330	25168230
Uncorrectable Codewords	1535	1550	542628564

Thanks for any help that can be provided.

Responses

BruceW

Gold Problem Solver

•

26.1K Messages

2 years ago

... download speeds of less than 1 Mbps ...

Your upstream power levels look OK, but all the downstream power levels and SNR values are borderline or out of spec (too low). Network connection problems like this are often due to poor coax connections or damaged coax cable, usually in or near your home. Running the cable through a surge protector, a defective splitter, or too many splitters can cause signal problems as well. If there is an amplifier in the line make sure it's getting power.

If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips.

If you can't find the problem or you'd rather have Comcast take care of it and an employee does not respond to your message here, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. It's not likely they can fix the problem remotely. If not, insist they send a tech out to identify the cause and correct it.

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit ($70-$100) unless you have their Service Protection Plan ( https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

0

XfinityChelseaB

Official Employee

•

1.4K Messages

2 years ago

Hello @user_2b03f3! We would love to help and get you taken care of. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

0

Your Home Network

user_2b03f3

Internet download speeds crash but upload speeds still are high

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BruceW

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

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